Position Overview:

As part of the Afterhours Account Executive (Afterhours AE) team, you will help Echo deliver outstanding customer service by supporting all functions of our carriers’ and Client’s needs within a call center environment. Focus on building valuable partnerships with Customers, Carriers, and peers through proactive and effective communication are required.

Essential job functions of this position are:

• Answering an average of 60-80+ inbound calls daily from Carriers and Customers with a friendly and can-do attitude.

• Fulfill requests by accurately updating and documenting shipment statuses in Echo’s internal system as well as communicating escalations appropriately.

• Contact Carriers for time-sensitive information and properly update Echo’s internal systems.

• Monitor the team email queue and fulfill requests promptly, utilizing excellent professional communication skills.

• Communicate issues proactively to the appropriate parties to ensure problems are resolved quickly and effectively.

• Express eagerness to expand knowledge of Echo and the transportation industry while being receptive to new ideas.

• Add value to the department by maintaining a strong work ethic and positive attitude.

• Follow general and account specific SOPs to meet the needs of our clients.

Working conditions:

• Working schedule:

  • AfterHours 03 (Thu–Mon) CST: 13:30 – 22:00 / Belgrade: 21:30 – 06:00

  • AfterHours 04 (Sat–Wed) CST: 14:00 – 22:30 / Belgrade: 22:00 – 06:30

  • AfterHours 05 (Sat–Wed) CST: 15:00 – 22:30 / Belgrade: 23:00 – 07:30

  • AfterHours 06 (Sat–Wed) CST: 15:00 – 22:30 / Belgrade: 23:00 – 07:30

• Competitive Salary in USD

• Remote mode of work

• 10+ business days of paid time off

• Team building and corporate events

• Equipment provided

• A supportive team

Requirements:

Team player attitude, both within the department and while partnering with employees across the organization. Strong multitasking skills and comfortable working with new technology software, competent in Microsoft Office products (Word, Excel, Outlook) and internet navigation. Fluent in English and a strong attention to detail is paramount. Our Afterhours AE II role is considered an internal promotion to the Afterhours AE position. Reps who have a proven track record of consistently exceeding management’s expectation s in their existing role, display leadership amongst their peers and an ability to handle escalated workloads at high levels may be considered for the Afterhours AE II role when a position is available.

• In addition to the Afterhours AE job functions listed above, the Afterhours AE II role includes:

  • EchoDrive support, including load booking and fraud prevention.

  • Assist in posting loads and attempting to recover bounces that occur outside of regular business hours.

  • Carrier Compliance related support.

  • Assisting our Afterhours AE team with escalations.

  • Serving as a Team Lead in the absence of a Supervisor or Manager, as needed.

  • Assist management with implementation of new initiatives to improve overall team performance.